The Manager II, Experience Center (XC) oversees all aspects of the daily operations of the XC, deepening and acquiring member relationships and ensuring member service levels are consistently exceeded.
Primary Responsibilities:Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development.Coach and develop Assistant Managers in the areas of quality, productivity, employee relations/coaching and evaluation, member sentiment, ensuring high levels of performance.Implement credit union business strategy at XC level.Partner with Assistant Managers in handling all aspects of XC operations (including monthly self-audit, general ledger audits, balancing debit cards, locating transactional errors, cash and vault balancing, negotiable items).Handle escalated member issues, resolving on a timely basis to satisfaction.Effectively using KPIs and reports to analyze and determine necessary actions to identify gaps in the business and take action to resolve.Maintain and enforce systems, policies, procedures and productivity standards.Ensure member service projects (change initiatives) meet objectives on time and on budget.Partner with other business units to resolve member issues or grow member relationships; actively participate in cross-functional meetings.Research, resolve and communicate operational issues and potential problems to leader and/or other business units.Identify, manage and mitigate risk within XC (including identify theft, overdrafts, etc).Manage vendor relationships to support operational excellence and member service levels.Experience and Education Requirement:Minimum Education: Bachelor's degree is preferred.Minimum 4 years' experience in retail operations with a proven successful track record in deepening and acquiring customer relationships, preferably in financial services.Minimum 3 years' experience leading people or teams, ideally in the sales sector.Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve department goals.Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines.Working knowledge of Microsoft Office Suite.Certification/License: N/A.Location:Boulder Experience Center
Target Compensation in Boulder, CO:$81,000 - $101,000 + quarterly bonus
Benefits options include:Traditional medical, dental, and vision coverage.401K matching up to 5% per pay period.Accrue up to 17 days of Paid Time Off your first year of employment.11 paid federal holidays.Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria).First Tech is not currently offering Visa sponsorship or transfer for this position.
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